Senior Manager, Technical Support Engineering (SaaS)

TL;DR

Senior Manager, Technical Support Engineering (SaaS/AI): Building and leading a new technical support engineering function to resolve complex B2B customer problems with an accent on technical capability, collaborative cross-functional workflows, and scalable support strategies. Focus on modernizing support models through AI and automation, improving product stability via support insights, and developing high-performing technical talent.

Location: Hybrid in London, UK

Company

DeepL is a global AI product and research company focused on building secure, intelligent solutions for translation and writing across 228 global markets.

What you will do

• Define the strategy, roadmap, and standards for the technical support craft to ensure consistent delivery.
• Lead, mentor, and grow a global team of technical support experts, fostering a culture of accountability.
• Create clear growth paths and coaching frameworks for technical support engineers.
• Modernize support operations by optimizing workflows and implementing AI and automation.
• Establish and track success metrics focused on technical effectiveness and customer outcomes.
• Partner with Engineering, Product, and GTM teams to translate support insights into product improvements.

Requirements

• Significant experience leading Technical Support Engineering teams within high-growth B2B SaaS environments.
• Expertise in troubleshooting, escalation management, and resolving complex technical issues.
• Technical fluency in API debugging and enterprise identity protocols (SAML, OAuth 2.0, OIDC, SCIM, RBAC).
• Proven track record of modernizing support models through specialization and automation.
• Experience in organizational design, talent development, and scaling team structures.
• Strong ability to influence senior stakeholders across Product, Engineering, and Sales.

Culture & Benefits

• Commitment to diversity, authenticity, and inclusivity in the workplace.
• Fast-moving, purpose-driven environment at the forefront of AI research.
• Culture built on trust, curiosity, and mutual care.
• Opportunity to work on a product that breaks down global language barriers.